Senior IT Service Desk SME — End-User & Cloud Expert

Trinity Partners; New York (NY); On-site; USD 72,000 - 108,000; Full time

Job summary

Trinity Life Sciences in New York is seeking a Senior Service Desk Technician to act as a technical SME and escalation point for complex end-user issues. You will collaborate with IT & Infrastructure, manage assets, and support procurement while maintaining knowledge bases.

The role involves ticket analytics, SLA/OLA monitoring, backlog management, and driving continuous service improvements through performance metrics. EST hours, on-site role.

Qualifications

• Bachelor’s degree in computer science required but not mandatory.
• 5-8 years of hands-on helpdesk/desktop support experience.
• Experience with ITSM/ITIL practices, preferably ServiceNow.

Responsibilities

• Troubleshoot Tier I–III hardware, software and peripherals.
• Administer Office 365 – Exchange, SharePoint, Endpoint & Teams.
• Configure and monitor end-user device inventory and security tools.
• Work with Azure, Intune, AWS, and networking basics.
• Manage Windows Server OS, AD, and Group Policy basics.
• Lead escalations and mentor junior/outsourced staff.
• Create documentation and SOPs for the team.
• Analyze tickets and report daily trends to management.

Skills

Windows 11

Office 365

ServiceNow

PowerShell

Active Directory

ITSM/ITIL

Networking basics

Azure/Intune

End-user support

Education

Bachelor’s degree in computer science

Tools

ServiceNow

BeyondTrust

Job description

Trinity Life Sciences in New York is seeking a Senior Service Desk Technician to act as a technical SME and escalation point for complex end-user issues. You will collaborate with IT & Infrastructure, manage assets, and support procurement while maintaining knowledge bases.

The role involves ticket analytics, SLA/OLA monitoring, backlog management, and driving continuous service improvements through performance metrics. EST hours, on-site role.